NUVEXIA SERVICE LEVEL AGREEMENT (SLA)
Nuvexia, a leading hosting service provider, is committed to providing a reliable and high-performance hosting environment. Our Service Level Agreement (SLA) is designed to ensure that our customers experience optimal uptime and receive compensation for any unforeseen service interruptions. The following terms outline the specifics of our SLA:
1. Uptime Guarantee: Nuvexia guarantees a 99.9% network uptime.
2. Eligibility for SLA Credit: In order to be eligible for an SLA credit, the following conditions must be met:
- Your account must be in good standing.
- You must submit a support ticket through our email [email protected].
- All requests must be submitted within 5 days of the reported downtime.
- All requests must contain a ticket number referencing the service interruption.
3. SLA Credit Calculation: SLA Credit will be calculated based on the monthly renewal price and the achieved uptime as follows:
| Uptime Guarantee | SLA Credit |
|---|---|
| 99.90% and above | Guaranteed |
| 99.80% – 99.89% | 10% |
| 99.70% – 99.79% | 20% |
| 99.60% – 99.69% | 30% |
| 99.50% – 99.59% | 40% |
| 99.40% – 99.49% | 50% |
| 99.30% – 99.39% | 60% |
| 99.20% – 99.29% | 70% |
| 99.10% – 99.19% | 90% |
| 99.00% – 99.09% | 100% |
4. Exclusions: Nuvexia will not issue credits for downtime related to the following:
- Internal services such as MySQL, Apache, PHP, etc.
- Scheduled downtime or planned maintenance.
- Interruption of service due to unpaid invoices, abuse notifications, and violations of Terms of Service (TOS).
- ISP or local connection problems.
- Customer-controlled downtime.
- Acts of Force Majeure.
5. SLA Revision: This SLA is subject to change at the sole discretion of Nuvexia and will be updated on our website. Any changes made to this SLA will take effect 5 days after being published.
Nuvexia is dedicated to providing excellent service and will continuously work to meet and exceed the expectations of our valued customers.
